Call Details screen overview (single-page guide) Purpose: Explain every part of the Call Details screen shown in the two snapshots and how staff can use it in one workflow. Steps Open the call Click a call from your queue to open the Call Details screen. Use the header bar Select More info to view internal details such as Call ID, Copilot line, call time, duration, language, and call reason. Use Block to block this number if it is spam. An admin can later unblock it. Click I am Working on it to show ownership to your team. Click Mark as Resolved when the work is complete, or use the Status menu to set Open, In-progress, Resolved, or Resolved No Response. Use Assign To to send the call to a teammate. Click Submit to notify them by email. Use the thumbs up or thumbs down icons to give quick AI feedback. Review caller history on the left Scroll the left panel to see all past calls and SMS from this phone number with time and status badges (Open, Resolved, and others). Click any entry if you need to open a past interaction. Read the transcript in the center The center panel shows the full conversation between the Copilot and the caller. Click the play icon next to any bubble to hear that exact part of the audio. Use the copy icon on a bubble if you need the exact text. Listen to the full recording At the very bottom of the center panel, use the audio player to play the entire call recording. Scan the AI summary and requests on the right At the top of the right panel , confirm Patient Info such as DOB, patient ID, insurance ID, email, and phone. Use copy icons to copy values. Read the Summary card to understand the call outcome in seconds. The example shows a three and a half minute call that the Copilot resolved. Open PII Data to check key identity details captured in the call. Review Open message for office if the patient left questions or messages. Open Request – Need Appointment to see structured details such as reason (for example, Regular check-up) and provider (for example, Dr. John Foster). Open Request – Confirm Appointment to see if a confirmation is needed or already done. Use the Audit Trail button to view any automated actions or messages sent by the Copilot. Add Staff Comments At the lower part of the screen, type your note in Staff Comments and click Save . Examples: updates, call outcomes, or instructions for a teammate. Optional quick actions Use the phone button to call the patient back from this screen. Use the message button to open SMS chat with the patient. You can send messages, receive replies, and download images the patient sends. What you will see on this page Header bar with More info, Block, I am Working on it, Mark as Resolved, feedback icons, Status menu, Assign To, and caller details. Left panel with a timeline of this caller’s past calls and SMS, grouped by date, each with a status tag. Center panel with the transcript bubbles, per-line play controls, and a full recording player at the bottom. Right panel with Patient Info, Summary, PII Data, Open message for office, Request cards for appointments, and an Audit Trail button. Staff Comments input and Save button. Floating phone and message icons for quick call back and SMS. Tips and good practice Read the Summary first. It gives you the outcome in seconds and often removes the need to play the full call. Use per-line play only when you must verify wording such as names, dates, or instructions. Set Status and Assign To before you leave the page so teammates know the next step. Use copy icons for Patient Info to paste clean data into your EHR. Check the Audit Trail before sending a new SMS to avoid duplicate messages. Add a short Staff Comment when you hand off a call so the next person has context.